Cyara Blog

Managing Your Worst-Case Scenario

Did you see the pictures of the blizzard in Colorado this week? Imagine being stuck out there on the highway and needing to call for help. Now imagine not being able to get your call through. Weather is just one emergency that can cause a meltdown at a contact center. Even if your contact center doesn’t provide emergency services, what’s the worst-case scenario you hope your contact center can survive?

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Is It Time for a Checkup?

If your customers are reaching your agents, you can assume everything is running smoothly in your contact center, right? Well, maybe, but what happens when your contact center is bombarded with unusually heavy traffic? Load tests are the contact center’s equivalent to stress tests that your doctor might order to check your heart. And, just like stress tests, load tests can uncover serious issues that can cause a catastrophic failure in your contact center.

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Best CX Practices to Drive Customer Loyalty

Matthew Dixon of the Corporate Executive Board (CEB), and best-selling author of The Effortless Experience, emphasized the importance of effortless customer journeys in his keynote address at IQPC’s recent Call Center Week – Winter. Dixon said, “Any service interaction is 3.97 times more likely to drive disloyalty versus loyalty.”

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A Closer Look at Customer Experience Trends for 2016, Part 2


At the end of 2015, Richard Shapiro of Customer Think published predictions of customer experience trends he thought would occur in 2016. This is part two of a two-part series based on Customer Experience Trends for 2016. If you missed the 9 trends in Part 1, it’s available here.

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A Closer Look at Customer Experience Trends for 2016, Part 1

As always, at the end of 2015 there were a number of blog posts and articles predicting what would happen in 2016. This is part one of a two-part series based on Customer Experience Trends for 2016 written by Richard Shapiro of Customer Think in November.

This post also takes a look at industry research that supports Shapiro’s trends. Obviously, if it is a trend, there are other bloggers and industry sources witing about this trend.

The top 9 Customer Experience trends for 2016 according to Shapiro are listed below:

 

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Moving Beyond the CX Moments in Time

In this ‘Age of the Customer’, the importance of customer experience is continually emphasized in the data we read. Consider this for example; a slight improvement in the customer experience at a typical $1 billion company can produce an additional $262 million to $272 million in revenues over three years, according to the Temkin Group report “ROI of Customer Experience, 2014.”1

Conversely, research by CX cloud provider SDL reveals that, in the year following customers having a negative experience, brands can expect to lose 65% of the previous revenue from those customers. What's more, 64% of those customers will stop recommending a brand, leave, or give negative reviews.2

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